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Sending only in certain cases

Custom instructions on a notify action can be conditional. Write the condition in plain language and Neo sends nothing when it is not met:
  • Only notify for P1 and P2 tickets. For P3 and below, send no notification.
  • Do not send a message if a technician was assigned.
When the condition is not met, no message is delivered and no notification is recorded. The action itself still runs and still reports a result, so you will see it as skipped rather than failed.
State the condition as something the notification’s own content can settle, such as the ticket priority or whether an assignment was applied. Neo judges the condition from the messages the earlier actions produced, so a condition that depends on a value those messages never mention cannot be evaluated reliably.
A conditional instruction is a filter on the message, not on the workflow. Every earlier action still runs, and the ticket is still processed. To stop the work itself, use the ticket conditions on the action that finds the tickets.